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Exam details
Clarity, Conciseness, Concreteness, Correctness, Coherence, Completeness, Courtesy — a framework ensuring messages are effective and well-received.
Fully concentrating on the speaker, understanding their message, responding thoughtfully, and retaining what was said — rather than passively hearing words. Involves eye contact, nodding, paraphrasing, and asking clarifying questions.
Words (7%), Tone of voice (38%), and Body language (55%) — applies specifically to conveying feelings and attitudes, not all communication.
Communication without words. Examples: facial expressions, gestures, posture, eye contact, personal space (proxemics), touch (haptics), and appearance.
Assertive: expressing needs/opinions clearly and respectfully while considering others' rights.
Aggressive: expressing needs/opinions in a hostile way that violates others' rights.